Forum Discussion

norbertcolon's avatar
norbertcolon
Tuning in
2 years ago
Solved

Unable to access Webmail

Hi,

I am unable to access my NTLworld email account via webmai. just says the email address or password is incorrect.

The email address works fine via outlook.

I do not understand why i no longer have webmail access?

Thanks

  • Graham_A's avatar
    Graham_A
    2 years ago

    No it isn't correct, the change of username to a third party email address should not change the underlying email address.  The new username is used for access to the VM webmail account and the My Virgin Media account for the email address concerned.

    Access to the email address via an email client such as Outlook still needs the original email address as the username together with a generated app password.

    VM have recently changed the log in requirements for accessing VM Mail via third party apps.

    If you change the password for the account in My Virgin Media > Account settings > Account details you will not be able to use the new password to access the account via an email client. Email client access now requires an app specific password which can be generated in the MyVM > Account Settings > Account details > Mailbox App password management

    https://www.virginmedia.com/help/broadband/manage-email-account

     

  • Graham_A's avatar
    Graham_A
    Very Insightful Person
    2 years ago

    norbertcolon Is the email address concerned connected to your current Virgin Media broadband account?  If it isn't then webmail access is the first to go when the account is in the early stages of being deleted by VM.

    • norbertcolon's avatar
      norbertcolon
      Tuning in
      2 years ago

      Hi Graham,

      Thanks for the reply.

      The NTL email address in question was originally my primary account email, but is now my secondary account due to recently receiving an email from VM/O2 requesting i change it to a non VM email address.

      I have tried to change the email address back to the primary email, but VM state i cannot use an NTL or VM as a primary email.

      So, i now have a 3rd party email address for a VM account, which i find really odd, as any emails direct from VM now go to my wife's non VM email address, which is very inconvenient to say the least!

      Surely this cannot be correct that i cannot use a VM or NTL email address with virgin media??

      Many thanks

      • Graham_A's avatar
        Graham_A
        Very Insightful Person
        2 years ago

        No it isn't correct, the change of username to a third party email address should not change the underlying email address.  The new username is used for access to the VM webmail account and the My Virgin Media account for the email address concerned.

        Access to the email address via an email client such as Outlook still needs the original email address as the username together with a generated app password.

        VM have recently changed the log in requirements for accessing VM Mail via third party apps.

        If you change the password for the account in My Virgin Media > Account settings > Account details you will not be able to use the new password to access the account via an email client. Email client access now requires an app specific password which can be generated in the MyVM > Account Settings > Account details > Mailbox App password management

        https://www.virginmedia.com/help/broadband/manage-email-account

         

  • norbertcolon's avatar
    norbertcolon
    Tuning in
    2 years ago

    Ok, have changed the password.

    Outlook no longer works, due to the change. Have updated outlook with new password and it works.

    Webmail is still stating incorrect email or password, with the new password.

     

    • Graham_A's avatar
      Graham_A
      Very Insightful Person
      2 years ago

      norbertcolon Under the new system as I mentioned earlier there are now two usernames and passwords for each VM email account.

      You use the original email address with the app generated password for access via an email client such as Outlook.  You use the third party email address and normal account password for VM webmail and the My VM account.

       

      • norbertcolon's avatar
        norbertcolon
        Tuning in
        2 years ago

        My VM account details are:

        me@mywifesemailaddress.com As an example, the password 12345 logs me into my VM account. I cannot send or receive VM emails using this non VM email address, due to it being hosted elsewhere.

        My VM email address is:

        me@ntlworld.com and the password has been changed to ABCDE via my VM account. I can send and receive via outlook, but cannot log into webmail using the same password.

        Surely the NTL email address and ABCDE password should log me into both outlook and the webmail, or are you saying that i need a different password for the webmail? Regardless of which password i use for webmail, it will not allow me to log into webmail.

        The above emails and passwords are not real, just in case anyone is wondering 😉

         

  • Jafergusonuk's avatar
    Jafergusonuk
    Tuning in
    12 months ago

    Same problem for me. I am loathe to go through the help system because they don't know what they are doing and it takes forever/ In my case I was without my email for 2 weeks and it took a dozen phone calls. In the end I finally got someone who did know and was told my account had been locked (why????) which is what I told them on my first phone call!!!!

    Really not happy with VM

    • Daniel_Et's avatar
      Daniel_Et
      Forum Team
      12 months ago

      Hi Jafergusonuk, thank you for your post.

      We're sorry to hear about the problem you've been having and that you feel this way 😔

      In order to look into this for you further, we'll send you a private message on here. Look out for the envelope in the top right-hand corner.

      If you're on a portable device with a smaller screen, click on the icon in the top right-hand corner and select "messages" from the additional menu options. 

      Regards,
      Daniel

  • DanG3's avatar
    DanG3
    Joining in
    8 months ago

    Was this issue ever resolved. I am having a similar problem,. 

    • Daniel_Et's avatar
      Daniel_Et
      Forum Team
      8 months ago

      Hi DanG3 👋 Thank you for your post and welcome to the Virgin Media Community 😀

      We're sorry to hear about the problem you're having 😔

      I can see you've spoken to the team since you posted. Are you now any further forward with this?

      Please pop back to us at your earliest convenience.


      Regards,
      Daniel